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Customers of UK ISP Zen Internet Hit by DSL Broadband Fault UPDATE

Thursday, December 5th, 2019 (1:20 pm) - Score 4,183
zen internet uk isp

A spate of internet connectivity problems appears to have been striking customers of UK ISP Zen Internet since earlier this morning, which so far as we can tell currently only affects those with DSL (ADSL and FTTC / VDSL2) based broadband lines.

The problems started at around 9am this morning when multiple DSL circuits across the UK began to fall off a cliff. Shortly after this the ISP issued a brief statement on social media to confirm.. “we are seeing issues with our broadband services across the country this morning. We are looking into this with urgency.”

A quick glance at Zen’s status page shows a series of faults (loss of service) still live across their network. Fast forward several hours and Zen has just issued the follow statement, which suggests that the issue might soon be resolved, although they’ve yet to clarify the cause.

Zen Status Update – 1:10pm

Engineers are currently working to restore service to affected subscribers.

Customers may notice brief disconnections between now and 3pm.

On rare occasions customers may be unable to reconnect after an outage.

If customers continue to have issues after this time they should power down their equipment, switch it back on and attempt to reconnect. If this fails customers should power down their equipment for 30 minutes before attempting to connect again.

At least one of the provider’s support agents has said that Zen “will not rest until we have steps in place to prevent this happening in the future.”

UPDATE 2:52pm

Zen has issued the following statement to ISPreview.co.uk: “We’re aware of a technical issue in our core network affecting some of our broadband customers. Work is in place to ensure a solution that is as seamless as possible for our end users. We expect full resolution by 3pm.

Leave a Comment
7 Responses
  1. Avatar dragoneast says:

    Affected me apparently on IDNet and BTw backhaul. Back after 1pm. IDNet said they were working on it all morning, but nothing on the status page until nearly noon. Found out from Zen (as usual).

  2. Avatar Paul W says:

    Is this working fully now? I move to zen tomorrow.

    1. Avatar Nick says:

      It’s fine now, don’t worry zen is one of the best iso I’ve used. When they do go down it’s very rare and they update you all the way through.

    2. Avatar RaptorX says:

      I’ll second Nick. Don’t worry, Zen are excellent. Been with them for years and no problems at all.

    3. Avatar Silas Marner says:

      Agree that Zen has one of the best records for dealing with faults and giving a good service. These faults are highly unusual.

  3. Avatar jimmyr says:

    4th day of packet loss with IDnet 🙁

  4. Avatar tom says:

    Same crap again tonight packet loss and 2mbps single thread from a 80mbps fttc connection syncing at the mas possible,even upload is affected streaming crap too, Amazon prime are to blame with their LIVE Football matches and the way their streaming works, BT WBMC is over subscribed and badly managed they can’t even provide visibility to their incorrectly configured BRAS IP profiles once G.inp has been enabled on a circuit , even after it reverts to the RETX low profile again no more 96.4% Ip profile that’s 3mbp per end user affected

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